Abstract
The preliminary Service Matrix introduced in this paper begins to help managers think about service strategy, marketing and operations linkages, roles of the customer and service-provider in creating and delivering services, facility design and process choice, and the different types of management challenges and decisions at each position in the service matrix. This preliminary matrix is empirically tested, and strong support for the premises of the Service Matrix is provided from a survey of 50 participants.
| Original language | English (US) |
|---|---|
| Pages | 1495-1497 |
| Number of pages | 3 |
| State | Published - Jan 1 1998 |
| Externally published | Yes |
| Event | Proceedings of the 1997 Annual Meeting of the Decision Sciences Institute. Part 1 (of 3) - San Diego, CA, USA Duration: Nov 22 1997 → Nov 25 1997 |
Other
| Other | Proceedings of the 1997 Annual Meeting of the Decision Sciences Institute. Part 1 (of 3) |
|---|---|
| City | San Diego, CA, USA |
| Period | 11/22/97 → 11/25/97 |